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Service Desk Level III

Job Purpose

Are you looking for a fun and challenging job in a fast-paced environment? If so, we have an immediate need for an internal IT support Service Desk Level III. The SD III will report to the Senior IT Manager. The primary responsibility of the SD III is to handle both hierarchical and functional escalations from the SD II team. In addition, the SD III will be responsible to maintain end user devices such as laptops, desktops, tablets, mobile hotspots, etc.

What you’ll get to do…
• Learn from and work directly with an experienced IT team
• Help build a world class service and support team
• Provide escalation support for Service Desk levels I and II
• Own the Major Incident Process
• Log, assign and track Problem cases (escalation to system and service owners)
• Meet SLA’s to ensure timely resolution of Incidents, Problems, and Requested Items
• Troubleshoot hardware issues on Apple, Lenovo, Dell, Intel and a host of peripherals
• Troubleshoot Operating systems such as MacOS, Windows 10, and Linux
• Troubleshoot telecommunications issues with desk phones and softphones
• Maintain Windows & Linux OS image and configuration
• Receive, track, refresh and surplus end user device inventory
• Ensure all systems are being updated and patched
• Own the maintenance of all digital signage, dashboard and conference room computing devices
• Learn, support and run audio/video equipment used for entertainment and meetings
• Maintain and build IT knowledge base and service catalog items
• Write scripted solutions to common or repetitive issues
• Identify, document and escalate recommendations for IT process improvements
• Grow your skills and advance in the organization
• Help with IT projects as needed

You will do it using your…
• Innate aptitude for all things technology
• 2-4 years providing hands on end user device support in complex environments
• 2-4 years supporting MacOS & Windows operating systems at the enterprise level
• 1-4 years aiding and supporting users with MS Office, Google Drive and Apps, Zoom & Slack
• 1 year supporting Linux environments (desired)
• 2+ years experience using imaging and asset management tools such as Jamf and Ivanti
• 2+ years providing support for wired and wireless network connectivity at the enterprise level
• Knowledge of current end user technologies and development trends
• Strong communication skills and ability to convey information in a clear and understandable way
• Ability to analyze and resolve moderately complex computer and network problems
• Passion and drive for building and helping others succeed
• Thirst for perfection through iterative improvement

You will thrive by…
• Putting those you support above all
• Showing your exuberance for life
• Working hard and smart until the work is done
• Using objectivity in discourse when pushing to reach challenging team goals

You will love it because…
• This is what you were made to do
• You geek out on solving IT problems for others
• You love keeping busy and making things happen